LAUSR

This paper introduces an AI‐driven Decision Support System (DSS) for sentiment analysis of customer reviews in Starbucks UK. The methodology involves three main steps: collecting customer reviews from trusted sources, applying AI‐driven preprocessing techniques to extract key attributes, and using Graph Machine Learning techniques to unveil customer satisfaction. A new Graph‐Based Sentiment Analysis Algorithm is proposed to extract object–sentiment pairs from each comment and model relationships through a graph‐based approach. Results indicate a superior performance in terms of accuracy and efficiency compared to cell‐based methods. The analysis identifies drivers of customer satisfaction, including value for money, quality experience, and ambiance.